Scheduled Hours

40

Position Summary

Ensure positive experience between deskside support and customers by overseeing daily operations & activities of deskside technical staff. Serves as liaison between customers and departmental support staff. Decrease response time by serving as primary contact point for incident escalations requiring deskside resources.

Job Description

• Enhances customer service by managing resources and ticket escalations in response to departmental needs.

• Analyses and assigns tickets and manages work flows to maintain service levels and meet customer expectations.

• Manages accountability and follow-up for tasks and escalations that cross Departments.

• Contacts point for warm hand-off to support the Incident Management Process Guide.

• Communicates with customer in response to incoming tickets.

• Enhances customer service by performing preliminary analyzation to determine whether to administer remote assistance or assign ticket to a deskside technician for on-site resolution.

• Reduces in customer wait time by assessing technician availability for ticket escalation/assignment.

• Manages communications to technical staff, departments, vendors and customers as needed; includes addressing and responding to customer complaints and requests in a professional manner.

• Liaison with customer for project and inventory assessments and solutions.

• Onboards new technicians and contractors, including verifying all access and scheduling of training, as well as pairing with appropriate technicians.

• Provides schedule maintenance, prepares and monitors technician schedules relating to medical student exams and labs; coordinates with project managers for scheduling of technicians as resources for EUS projects.

• Provides hands-on support to assist deskside technicians, as needed.

• Performs other duties as assigned.

Working Conditions:

Job Location/Working Conditions

• Normal office environment

Physical Effort

• Typically sitting at a desk or table

Equipment

• Office Equipment

The above statements are intended to describe the general nature and level of work performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all job duties performed by the personnel so classified. Management reserves the right to revise or amend duties at any time.

Required Qualifications

Education:

Bachelor’s degree or combination of education and/or experience may substitute for minimum education.

Certifications/Professional Licenses:

No specific certification/professional license is required for this position.

Work Experience:

Supervisory (5 Years)

Skills:

Not Applicable

Driver's License:

A driver's license is not required for this position.

More About This Job

 

Preferred Qualifications

Education:

No additional education unless stated elsewhere in the job posting.

Certifications/Professional Licenses:

No additional certification/professional licenses unless stated elsewhere in the job posting.

Work Experience:

Management/Supervisory (7 Years)

Skills:

Communication, Conflict Resolution, Customer Needs Assessments, Customer Satisfaction, Customer Service, Desktop Computers, Oral Communications, Server Technologies, Situation Management, Team Play, Team Support, Technical Knowledge, Windows Applications, Work Collaboratively, Written Communication

Grade

G11-H

Salary Range

$27.21 - $43.56 / Hourly

The salary range reflects base salaries paid for positions in a given job grade across the University. Individual rates within the range will be determined by factors including one's qualifications and performance, equity with others in the department, market rates for positions within the same grade and department budget.

Questions

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